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Direct Energy Reviews
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Reviewed March 26, 2022
We purchased a house that had a Direct Energy tankless hot water system lease. We asked the real estate agent to make sure the owners cancelled the lease. During the month we took over the property, we contacted Direct Energy to make sure that the lease would be cancelled, the staff member of Direct Energy stated it could be cancelled. We contacted Direct Energy this past week to confirm cancellation, and they denied the request stating we should have saved the information from the previous agent. We are stuck either paying thousands of dollars to cancel or keep the contract, which we never signed, for four years! We are reaching out to any and all organizations, networks, legal, communities to voice our total disagreement of their policies and practices. We have already reached out to the BBB and their complaints department. There will be more to come.
Reviewed Jan. 14, 2022
Good evening everyone. I normally don't write reviews on electric companies but if I can help someone in regards to making a good decision I will. I am currently with Direct Energy and has just received a pink slip regarding my lights, when in fact I was told I would get a deferred agreement plan. I talked to a supervisor and he heard the phone conversation and refused to give me an ext because of their mishap. Come to find out the deferred payment was offered but it was not applied. Needless to say, a big waste of time.
Then the supervisor offered an ext if I can pay a down payment, well that did not happen either and to make the phone call more uncalled for the supervisor goes into how sorry he is that he can't help. I was very disappointed being that we stayed on the phone for a minute just to get negative results. The reason I am writing this review, is to warn others that they can care less about helping but in fact all about their money, which I do get it but to not help at all is beyond me. Please go somewhere else, perhaps you will get treated better.
Reviewed Jan. 3, 2022
I can't speak for the US branches, but my family has been using Direct Energy Calgary/Edmonton for our business for a while now-- They recently renewed our service at triple last year's rate without obtaining consent, telling us that we were informed by paper mail, despite us opting in for fully online (paperless) communications since the start of our original contract. We tried to navigate the situation to make both parties happy, offering to pay a discounted rate (but still higher than original) but we received no compromises on their end, only pressures to pay the last few months on the new 3x rate. When we refused, they eventually employed a debt collection team to pester us. Stay away from the Albertan branches! No care for customer satisfaction or cooperation.
Reviewed Dec. 5, 2021
Have made many calls about overbilling over estimating on my electricity bill. Received a $260 bill in November when previous bill was $68 and summer bill was highest at $112. A usage of 1,718 Kwh on the monthly bill was reduced the following month to 1,041, a 677 Kwh decrease. Yet customer service was adamant that the 1,718 in usage was actual usage. The daily usage was entered the same amount (59.242) to the third decimal every day except one day was 61.71 (we have smart meters that record usage every 15 minutes). Customer Service just keeps defending bad data or ignoring the issues, and when you finally spend a half hour proving all the information is wrong, they quit the chat, hang up on you, or just flat out say they won't do anything about it. Even a supposed supervisor hangs up.
The energy provider sent them a notice of correction of the bill on the 19th and Direct energy still overcharged my account on the 29th. Usage is shown as the exact same amount to the third decimal point for days and they claim it is actual usage. Recently usage is shown as 59.242 kwh on the weekday and 35.807 on the weekends each week, and they claim nothing can be done to fix that. Meter readings are recorded at over 60,015 one day 58,647 another day and then over 60,100 again the next day. Customer Service says it looks strange, but says they won't do anything about it. Yet the overinflated usage keeps being record.
In July the usage was set to every Sunday was 30.002, every Monday was set at 28.635 and every Tuesday was 33.748 and same pattern for the rest of the days of the week. Somehow the customer is supposed to be confident the data is correct when prior year October and November usage was 597 and 424 Kwh and this year October and November usage are 1041 and 1148.
Reviewed Nov. 11, 2021
One star only because there isn't an option for no star. Today I finally got fed up with the constant harassment calls from this company for "Kenneth R" who apparently owes $176.22 as his "final bill". Somehow my personal cell phone number got into his profile. The supervisor (Margarita) and her "manager" Billy refused to remove my number (from his profile so the company bill collectors don't call me anymore) due to "company policy". Really??? I asked both if this was based upon a Federal, State, County or city laws. They both said, "No, company policy".
So the process, according to them is they must have Kenneth R on the line and he HAS TO AGREE to take MY PHONE NUMBER off his account. I have never even heard about this company and have never done business with any power company by the name of Direct Energy or any others who may have been rolled up in mergers and/or acquisitions. You will love this... I usually work my way up the chain of command until I can find someone who can fix things. Well Billy said he was as far as I could go and he could not resolve the possibly fraudulent issue.
When asked who was the CEO of the company (having been a company CEO in my career I always wanted to know things like this) both Margarita and Billy said they couldn't tell me-again company policy. Really??? I get 2-3 calls a week from this company trying to collect Kenneth's bill. Harassment? If Kenneth (and I'm not saying he did) gave them my phone number on purpose to avoid paying his bill their strategy is to email him ("we have his email address") for approval to take my phone number off his delinquent account. One of the two actually suggested I put my number in the Federal Do Not Call Registry. I have done so 5-10 times.
So this company is right up there with Medicare insurance and car warranty companies who could apparently care less about the DNC Registry. I asked, no, I begged Billy to hang up with me and instruct his collections company to never call me again since the name on the number of Kenny's account was not correct. He couldn't do so. Guess why, yep, you guessed right - "company policy". Soooooooo, based upon the extremely unsatisfactory customer service provided to me (my humble but experienced opinion) I would suggest you move on to evaluate another power company.
Good morning, Jim. Thank you for taking the time to share this important feedback with us. We are terribly sorry for the difficulty you experienced. At Direct Energy we are committed to fraud prevention and detection. We understand the frustration of having your identity stolen. We know that you have spent valuable time and effort to determine the issue, and once we have received the required fraud documentation, we will complete an investigation and assist in resolving any accounts with our company as soon as possible. In order to get detailed information about the documents required, please login at www.directenergy.com/fraud. Please let us know if there's anything else we can do for you by sending us a private message through this reviews platform and we will be more than glad to further assist you. Once again, please accept our apologies. Please take care and be safe! - Sophie / Digital Care
Reviewed Oct. 30, 2021
Direct Energy is sucking right now because they can't even tell me how much I owe. They can't find my account. I'm not happy with them. I was told there was something with their computers being all down and messed up. This was last week and they told me they couldn't talk to me this week. I haven't heard from them. I tried to call them and I can't get through because I don't have really good service out here. The rest of the time, Direct Energy is really great. But communication would be a great area to improve on.
Good morning, Judy. Thank you for sharing your experience with us. We are terribly sorry for the inconvenience you experienced trying to reach us. We care for you and we would love the opportunity to help you solve any concerns you may have, please feel free to send us a private message through this reviews platform and we will do our best to clarify any doubt you may have. We look forward to hearing from you soon. Thank you for the feedback. Have a remarkable day! - Sophie / Digital Care
Reviewed Oct. 29, 2021
The bill is good, and the customer service is better. Everything works.
Good morning, Oluwasekemi. We totally appreciate you giving us the opportunity to be your trusted electricity supplier. We will do our best to show you how important you are to us and to always deliver the best experience! Thank you for this amazing rating! May all your days be wonderful! - Sophie / Digital
Reviewed Oct. 28, 2021
I got a better rate from Direct Energy.
Hi Chinar. Thank you for this awesome review! We are thrilled to have you in our family and we're glad to know you have found the best rate to suit your energy needs and budget. We will continue working hard to always serve you in the best way, as you deserve it. Thank you for trusting us! Please take care and be safe! - Sophie / Digital Care
Reviewed Oct. 27, 2021
I’ve been with Direct Energy for a minimum of 10 years and they've been good. I typically go with what is the lowest fixed per kilowatt. I stay away from variables to keep the bill from fluctuating. Direct's website is user-friendly and whenever there's an outage, I get email and text notifications. The couple of times that I had to speak with customer service because I needed assistance, they were very helpful.
Good morning, Toshiba. We are more than honored and grateful to have your trust and loyalty throughout all these years, thank you for giving us this tremendous opportunity, we hope to continue satisfying your energy needs and continue as your trusted supplier for many years to come. We cherish you and you are a valuable part of our family! Thank you for the wonderful comment! Enjoy your day! - Sophie / Digital Care
Reviewed Oct. 25, 2021
I talked to one of Direct Energy's representatives and he was really resourceful. He knew his stuff and he described everything from the top to the bottom. He was very open, nice, and had a lot of patience. I decided to go with them because they have free weekends. I have kids and they are home on the weekends. I activated Direct Energy's website yesterday. At first, I couldn't get it but I read through the little thing and it said I had to log in as the new user and create an account. I did the set-up and it looked easy.
Hello Cecilia. Welcome to our wonderful family! Thank you very much for choosing us, we're happy to serve you! It is marvelous to know you have gotten the best assistance from our Customer Care Team because we want every interaction to be 5 stars! Thank you for this great rating! Have a beautiful day! - Sophie / Digital Care
Reviewed Oct. 24, 2021
Direct Energy's customer service is great. They do what they’re supposed to do. They’re a good company and I have recommended my daughter-in-law to them.
Hi Jacqueline. Thank you for this awesome review! We are so happy having you in our family! There is no better gift than when our customers say that they would recommend us to their family and friends, please make sure to take advantage of the benefit of our Refer a Friend campaign, in which you and your referral friend can earn $50.00 in credit, you will find more information about it at https://www.directenergy.com/texas/refer-a-friend. Thank you so much for choosing us to serve you! Have a lovely day! - Sophie / Digital Care
Reviewed Oct. 23, 2021
I have not been able to go online and pay my bills with Direct Energy. They're doing some sort of maintenance. They said it was gonna be unavailable till the 18th but it’s already the 22nd and I still can’t pay my bill online.
Hello Amanda. Thank you for sharing your experience with us through this review. We apologize for the inconvenience you have experienced regarding the upgrades we're working on. Please try to make your payments through the Online Account Manager, or you can contact us by phone and/or live chat, it will be a pleasure to help you process your payment and resolve any questions you may have. Remember, we are always here for you. Thank you for choosing us to serve you! Have a wonderful day! - Sophie / Digital Care
Reviewed Oct. 23, 2021
I was on low income then, so Direct Energy helped me get a monthly bill with nothing down. Somebody has been stealing my electricity next door to my house, but I've still been having to pay the bill. All the tech did was put a tag on my thing and it's broken again. They need lockboxes. They need to make sure nobody can take the wire piece thing out so nobody could steal the electricity.
Good morning, Latoya. Thank you for this important comment and feedback. You are an important part of our family and we would love the opportunity to further investigate this matter. Please do not hesitate to send us a private message through this reviews platform, we will make sure to give you the necessary help to resolve this issue. We look forward to hearing from you soon. Thank you for trusting us! Have a beautiful day! - Sophie / Digital Care
Reviewed Oct. 22, 2021
There were a lot of outages at weird times when nothing is going on. No rain and the lights would go out, and first thing in the morning when I'm getting the kids ready for school, which is weird. But I usually get a notification within 30 minutes, so that's a plus.
Hello Trenton. Thank you for sharing your experience with us. We are truly sorry for the inconvenience you have experienced regarding the outages in your area. We care for you and we would like to take a closer look at your account and help in any way we can. Please feel free to send us a private message through this reviews platform and we will be more than glad to further investigate this matter. Thank you for the feedback. Best regards! - Sophie / Digital Care
Reviewed Oct. 22, 2021
Direct Energy has a good plan. Their rates are competitive. I have renters and my bill is totaled. It takes two or three days before I can view the bill which gives me each individual resident. I do everything online and if they can get it online to where I can view my bill rather than just the total charge, it would be helpful. Also, I'd like to see my bill about the 1st of the month so I can tell the renters how much their electricity is but sometimes it would be on the 4th.
Good morning, Kathleen. Thank you for taking some time to provide us with this great rating! We pride ourselves on offering our customers some of the most competitive rates on the market, and we're glad to know you have found the best one for you. Regarding the generation of your bill, this will be subject to the reading of your meter, which is performed by the Utility in your area. If there's anything we can help you with, please do not hesitate to reach us anytime, it will be a pleasure to further assist you. Thank you for your trust and loyalty! All the best! - Sophie / Digital Care
Reviewed Oct. 21, 2021
I have a business account and a residential account with Direct Energy, and I consult with them occasionally. The service is fine. The less I need, the better we get along.
Good afternoon, Winston. Thank you for taking the time to share your experience with us. We are more than grateful for your trust and loyalty, and if there's anything we can help you with, please feel free to send us a private message through this reviews platform, we care for you and will always be a pleasure to assist you. All the best! - Sophie / Digital Care
Reviewed Oct. 21, 2021
Getting the service was a quick, easy process. But I've been with them for three months and my last two bills were a little over $400, which I don't understand.
Good afternoon, Altisha. We are truly sorry for the inconvenience you experienced regarding your monthly bills and we are terribly sad to see that we have lost you as a part of our family, if there's anything we can help you with, please do not hesitate to send us a private message through this reviews platform and we will be more than glad to work with you solving any concern you may have. We hope to have the opportunity to serve you again in the future. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
Reviewed Oct. 20, 2021
I was with a company and we started with them with a bill for $70. I have a small apartment and after four months, we started paying 175. It was more than a $100 difference. I called and complained about that, and they didn't do anything. I asked my friend, and he said good things about Direct Energy, so I switched over. Direct Energy's customer service was very good and I will recommend them to different people.
Hello Imad. Thank you so much for giving us a shot! We are so happy to have you onboard, and we will do our best to show you how important you are to us. If you recommend our service to a friend or family member, and they enroll as a new customer, please make sure to take advantage of our Refer a Friend promotion. Both you and the new customer can earn a $50 credit! Please visit https://www.directenergy.com/faqs/pa/plans-products-services/refer-a-friend. Thank you for this awesome review! Have a remarkable day! - Sophie / Digital Care
Reviewed Oct. 20, 2021
I switched to Direct Energy because they were supposed to be cheaper. I am seeing a lower monthly bill in some of my places and Direct Energy has good customer service.
Hello Juwan. Thank you very much for taking the time to rate our service. We are happy to know that you have found the best rate to suit your energy needs and budget, likewise, that our Customer Care Team has treated you in the way you deserve. You are a valuable part of our family, and we want you to know how much we value you in every interaction. All the best! - Sophie / Digital Care
Reviewed Oct. 19, 2021
Direct Energy has done decently since we've been here. We had that huge freeze and most of Texas got knocked out. Our power held on pretty well, so I was pretty happy about that. Then I can go online when my contract’s up, change who I want, and pick what I want. Customer service has always been good. No major issues.
Hello Raymond. We are so pleased to know that we have earned your trust and loyalty since 2016, and we appreciate you sharing your awesome experience with us. We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. We are honored to have you in our family! Please take care and be safe! - Sophie / Digital Care
Reviewed Oct. 19, 2021
I've been with Direct Energy for a long time and they're pretty competitive. When my contract's ending, they always match what I find outside of the company whenever I want to switch. That always keeps me a loyal customer because they're willing to give me much lower rates than what they usually offer.
Hi Sky. We totally appreciate this great comment! It is wonderful to know that over time we have earned your trust and loyalty, thank you so much for that! We appreciate that you choose us every day. We will continue working hard to always provide you with the best care and the best service because you deserve it. Have a beautiful day! - Sophie / Digital Care
Reviewed Oct. 18, 2021
I've been using Direct Energy for two years now and the customer service has been good.
Good afternoon, Onyedika. Thank you for trusting us with your home and your energy needs for two years now, we are delighted to know that we have met your expectations and we hope to continue doing it for a long time to come. We love having you in our family! Have a lovely evening! - Sophie / Digital Care
Reviewed Oct. 18, 2021
We've been with another provider for the last 10 years but they're fluctuating a little bit too much for my comfort. I went back to Direct Energy because they had a fixed rate electricity plan that was pretty reasonably priced for a per kilowatt hour. Doing it all online made it pretty easy to set up and taken care of. They were great back in the day and so far, they’ve been fine.
Hi Earl. Thank you so much for giving us a second chance to serve you! We are grateful to have you back, we will do our best to continue taking care of your energy needs for a long time to come! Thank you for this great review! Have a lovely day! - Sophie / Digital Care
Reviewed Oct. 17, 2021
So far, I have lower bills with Direct Energy.
Hi Gregory. Thank you so much for choosing us since 2018, your loyalty means everything to us! It is awesome to know you're happy with our services, we love having you in our family and we will do what it takes to put a smile on your face! For any further assistance needed, please feel free to reach us anytime, we'll be more than glad to help you out. Thank you for your vote of confidence! Best wishes to you and your family! - Sophie / Digital Care
Reviewed Oct. 17, 2021
My money wasn't adding up to what I use with another provider. Direct Energy had some good rates and switching over to them went perfectly fine. They made me wait 14 days before the service was switched over which was good for me.
Hello Ieshi. It is wonderful to know that you have chosen us to serve you, thank you very much for your trust. We will do what is in our power to always satisfy you and continue serving you for many years to come. Thank you for sharing your wonderful experience through this rating! Please take care and be safe! - Sophie / Digital Care
Reviewed Oct. 16, 2021
I signed up with Direct Energy online and it was easy. I got the free 12 hours plan. They've been great and I haven't had any issues with them up until recently. So now, I would not recommend them. My electricity contract has ended so, they put me on a variable rate plan. All they had done was put a notice on the second sheet of my bill, which I get electronically through logging into my app, that my contract was expiring. And I didn't see that. So, I never re-signed up. The variable rate plan cost me over double what my electricity normally was. Once I got that bill, I called and tried talking to them, trying to figure out what I could do, and they told me that because they sent that form, they wouldn't help me and that they would sign me up for a new contract starting that day, and then my rates would change. So, I was upset.
I reached out to the VP for Customer Affairs and she ended up having somebody from the President's Office reach out to me. The lady told me that they could do that for my bill but she did the math and there was a better plan for me. She put me on a different plan that has now cost me the same amount of money. So, I'm a little frustrated. I plan on calling back the same lady that I talked to from the President's Office to figure out what's going on.
Hello Brandy. We are truly sorry to hear that there was some confusion surrounding your rate. We care for you and we would love to further investigate this matter. Please do not hesitate to send us a private message through this reviews platform and we will work diligently to answer all of your questions. We look forward to hearing from you soon. Thank you for the feedback. Have a lovely day! - Sophie / Digital Care
Reviewed Oct. 16, 2021
I like Direct Energy's price and their customer service is good.
Good afternoon, Joe. It is great to know that you are satisfied with our rates and the service we provide to you. You are very important to us, and we work hard to meet your energy needs and continue to be your trusted supplier for a long time to come. Thank you for this awesome rating! All the best! - Sophie / Digital Care
Reviewed Oct. 15, 2021
Direct Energy’s customer service was good. The reps were very professional and the person who attended to me seemed knowledgeable. I was trying to get the cheapest deal and the price per kilowatt of the Live Brighter 12 plan seemed like the lowest one.
Hello Eder. We love to hear that our customers are receiving amazing customer service, all while saving money on their monthly bills! We sure appreciate you taking the time to share this review, and we look forward to being your trusted energy supplier for many years to come! Have a beautiful day! - Sophie / Digital Care
Reviewed Oct. 15, 2021
My last experience with Direct Energy was pretty good and I don't feel like the rates are too high. I haven't been in contact with anyone too much, but I've been receiving emails.
Hello Alonda. Thank you for sharing this great rating with us. We are grateful to have you onboard, thank you for giving us the opportunity! We will do our best to always meet your high expectations. Have a wonderful day! - Sophie / Digital Care
Reviewed Oct. 14, 2021
Signing up with Direct Energy was easy. The rep was able to walk me through everything over the phone. I was at work at the time and I was able to do everything while I was still working. I haven’t had any issues and it's very affordable and convenient. They’re very helpful whenever I call them. I used Reliant the first time I moved into my first apartment and I had the same plan or something similar with a free weekend or free night. However, my bill with Direct Energy so far has been about $20 to $30 cheaper. I'm not sure if it's something I'm doing different or not but I am in a bigger apartment, too. So, I was expecting my bill to be a little bit higher.
Good afternoon, Malik. We are so glad to hear that your enrollment went very smoothly, and we hope you are enjoying the service we provide to you. Thank you for the kind words regarding your customer service experience, as we strive for the best-in-class service on each and every interaction. Thank you for taking the time to submit this review! We will work hard to continue providing you with an awesome experience! Have a wonderful day! - Sophie / Digital Care
Direct Energy Company Information
- Company Name:
- Direct Energy
- Year Founded:
- 1986
- State/Province:
- TX
- Country:
- United States
- Website:
- www.directenergy.com
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